Optical Customer Service Agent

1 month ago

Troy, United States Henry Ford Health System Full time

GENERAL SUMMARY:

Serves Henry Ford Optimeyes sites over the phone, email, and in person by determining requirements, answering inquiries, resolving problems, fulfilling requests, or retrieving data within Lab Management Software and point of sale systems.

PRINCIPLE DUTIES AND RESPONSIBILITIES:

•Provides administrative support in the optical customer service department

•Serve customers in a professional, efficient, and courteous manner to build and sustain relationships and trust.

•Addresses orders entry and tracking of eyeglass orders with urgency and expertise to foster customer confidence and ensure proper representation of HFO Lab standards and capabilities.

•Professionally and enthusiastically provides efficient and knowledgeable customer service to all accounts (via phone, email, fax, virtual meeting, or optical systems).

•Recommends proper optical products and manufacturing options for all accounts.

•Communicate the HFO brand story and mission to all customers.

•Proficiently use LMS and point of sale systems/data base.

•Provides professional phone and email correspondence with assigned client portfolio. Maintains and updates Customer Portfolios when accounts are added,

•changed, or modified.

•Manages outsourced eyeglass orders for timely return to HFO.

•Observe Work in Progress report and expedite orders as needed and appropriate. May be required to expedite job orders within the manufacturing environment to fulfill rush requirements outside of machine prioritization parameters.

•May generate, monitor, and execute upon reports generated within the LMS to identify work not meeting turn time requirements or other standards.

•May function as a liaison between customer service department and optical lab.

•Works with optical leadership to continually evaluate client service levels and processes.

•Solicits customer feedback to use for process and service improvement.

•Promptly returns all customer emails and phone calls.

•Participates with leadership on periodic customer face-to-face meetings.

•Perform other duties as required by supervisory staff

EDUCATION/EXPERIENCE REQUIRED:

•Requires high school diploma or G.E.D.

•Requires American Board of Opticianry (ABO) Certification or a minimum of three (3) years of experience in the optical industry; requires strong product knowledge.

•Minimum two (2) years of experience in Customer Service role preferred.

•Requires proficiency with Microsoft applications (Excel, Word, PPT, Teams) and computer/keyboard usage.

•Requires excellent oral and written communication skills with ability to conflict resolve or deescalate disputes.

•Requires professional email etiquette; requires proper grammar and punctuation usage.

CERTIFICATIONS/LICENSURES REQUIRED:

•Must meet or exceed core customer service responsibilities, standards and behaviors asoutlined in the Henry Ford Health Customer Service Policy

•Must practice the customer skills as provided through on-going training and in-services.

•Must possess the following personal qualities:

PHYSICAL DEMANDS/WORKING CONDITIONS:

•Mostly a sedentary position at a desk in a manufacturing environment, which has a level of noise.

•May require the ability stand and walk on feet for an entire shift. Requires the ability to push a rolling cart.

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